Senior CRM & Loyalty Coordinator

If you love beauty, you’re in the right place.

As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery.

Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands.

Job title: Senior CRM & Loyalty Coordinator

Reports to: Senior CRM Manager

Location: Head Office, London

Role Overview

With an industry leading loyalty programme and a constant drive to deliver a compelling personalised customer experience, we are looking for a Senior CRM & Loyalty Coordinator to fill an important role within our CRM & Loyalty team. You will be responsible for supporting the flawless execution of Space NK’s CRM strategy in order to improve customer frequency & retention to deliver stronger LTV.

We have a wealth of rich data from which we can derive game-changing insights to deliver personalised customer communications across the full customer lifecycle. You will be responsible for taking insights and turning them into meaningful actions that delight our customers whilst driving value for Space NK and our brands.

We are looking for someone who is commercially driven with a true customer first mindset. You will love coming up with new ideas to drive our customer retention goals and have the ability to present these back with confidence to internal stakeholders. You will be highly experienced in CRM campaign implementation end to end from setup through to measurement and optimisation. You will also be able to work to tight deadlines and have the ability to manage multiple projects simultaneously.

Key Responsibilities:

CRM Campaign Management

• Support the implementation of Space NK’s CRM strategy, ensuring this is in line with overall brand and programme strategy
• Support the improvement of key business metrics such as loyalty programme sign-up rate, 2nd purchase rate and YoY Retention Rate
• Analyse customer behaviour and engagement to develop communication strategies that maximise annual spend and retention across the full customer lifecycle from nurture through to top tier / VIP.
• End to end use of our CRM platform (Optimove) to create customer segments, build CRM campaign flows including set up of A/B tests and produce post campaign reports. Please note that all CRM campaign implementation is managed internally at Space NK and we do not lean on agency external resource.
• Managing the testing and optimisation roadmap for BAU CRM and loyalty campaigns
• Optimise CRM campaign ROI, looking for efficiencies at every opportunity
• Work with the wider business (creative, marketing, buying & merchandising) to set up online and offline CRM campaigns that are in line with identified areas of opportunity within the customer database
• Appraise creative & design work constructively to produce effective communications that optimise revenue generation & customer satisfaction
• Brief email deployment agency
• Coordinate internal creative and content teams plus external agency partners to deliver CRM campaign assets and communications.
• Report & distribute results on CRM campaign performance & share learnings and next steps.

Loyalty Programme Operations

• Support the day-to-day management, delivery and optimisation of the existing loyalty programme, driving member engagement, retention and programme performance.
• Support the Senior CRM & Loyalty Manager with the onboarding and implementation of the new loyalty platform vendor.
• Set up loyalty promotions and work with platform providers to deliver solutions that meet business requirements.
• Monitor and deliver against loyalty programme KPIs.
• Identify and implement new loyalty benefits and programme enhancements.
• Partner with Product and Online Content teams to improve loyalty customer journeys and programme engagement across digital channels.
• Work with Store and Training teams to drive awareness, engagement and adoption of the loyalty programme in-store.

Qualifications, Knowledge, and Experience:

• 3 years+ relevant CRM and/or marketing experience
• Mandatory: hands-on experience of CRM campaign build / implementation including customer segmentation
• Previous experience of working on a loyalty programme would be advantageous
• Previous experience of working in a multichannel retail environment preferable, i.e. bricks and mortar stores and ecom
• Previous experience in implementing CRM campaigns at each stage of the customer lifecycle
• Strong presentation skills
• Previous experience working cross-functionally across departments
• Experience managing external stakeholders (e.g. agency partners, brands
• Understanding of: customer databases and permissions, including GDPR, response-driven design, copy and creative & on-brand marketing communications

Personal Attributes

• Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships
• Natural ability to think creatively and outside the box
• Self-confident with good presentation skills
• Ability to work in a fast-paced environment
• Strong attention to detail
• You will be results driven and commercially aware
• You will be self-motivated, pro-active and demonstrate strong organisational skills

Please note that only successful candidates will be contacted.

All applicants must have the right to live and work in the UK.

If you want to find out more about us, what it is like to work for us, all about our benefits, and our pledges on Diversity, Inclusion and Belonging, please visit our website.

Space NK are an equal opportunities employer.

How We Will Use Your Information

We will use the information you provide to us with your job application to help us process your application for the specific job you have applied for. If you apply speculatively, we will process your application for the job/relevant business area that you detail within your email.

Please note that our current system does not use an automated filtering system.

All applications made via the website, through a third-party website or in-store will be kept on file for a period of 12 months.

This information will be retained and used to assess your suitability to similar positions that may arise in the future, or if the initial vacancy becomes live again during the 12-month period. If you would prefer us to not hold your information on file/ you wish to be ‘forgotten’ if you are not offered a position with Space NK, please email your ‘right to be forgotten’ to our recruitment email address with RIGHT TO BE FORGOTTEN as the title of the email. We will always inform you when we have deleted your application details, otherwise we will treat your application as consent to us holding this information.